AVP, Residual Market Operations

Who Are We?

Taking care of our customers, our communities and each other. That’s the Travelers Promise. By honoring this commitment, we have maintained our reputation as one of the best property casualty insurers in the industry for over 170 years. Join us to discover a culture that is rooted in innovation and thrives on collaboration. Imagine loving what you do and where you do it.

Compensation Overview

The annual base salary range provided for this position is a nationwide market range and represents a broad range of salaries for this role across the country. The actual salary for this position will be determined by a number of factors, including the scope, complexity and location of the role; the skills, education, training, credentials and experience of the candidate; and other conditions of employment. As part of our comprehensive compensation and benefits program, employees are also eligible for performance-based cash incentive awards.

Salary Range

What Will You Do?

• Accountable to oversee and optimize operational effectiveness throughout the field and home office operations.
• Participates and/or initiates strategic, as well as the tactical, policy, workflow and performance standards development/implementation.
• Identify impediments to effective and efficient operation performance; introduce change in business operational processes and organizational behaviors that have a positive impact on bottom line results.
• Generate new ideas to meet business needs.
• Develop solutions to complex problems and assist in the implementation of recommendations which results in significant improvements in operational performance through redesigned workflows, proper staffing levels, redefined roles and responsibilities, productive behaviors and effective use of technology.
• Participates and/or initiates long and short term business strategies for respective function (field, service centers, HOO) to continually enhance operational effectiveness enabling a competitive edge and effective achievement of LOB objectives.
• Continually monitors activities of competition and acts appropriately to position the organization out in front.
• Drive initiation, planning, approval process and execution of new or existing projects and initiative that impact Field Regional offices, Service Centers, working with PMO, HO Senior Leadership, Finance, etc. to overcome obstacles and expedite project process.
• Assesses current systems, best practices, quality, service and staff making adjustments to ensure operations stays in line with Business Insurance partner initiatives.
• Partner with business areas to develop and implement operational and policy service strategies, policies and best practices. Ensure effective utilization of these strategies, policies, etc.
• Review and analyze financial and operational results to monitoring operational effectiveness (i.e. timeliness, productivity, quality, Voice of the Customer etc.) taking corrective action as necessary. Provide analysis of management information to respective stakeholders working with them on tactical and strategic measures needed to improve results.
• Act in a collaborative capacity with business partners to resolve problems/issues quickly. Establish priorities and make workflow decisions. Assure that our contractual commitments are met.
• Manage and direct the effective implementation of new technologies and the utilization of existing systems.
• Deploy systems, workflow, best practices, etc. changes and enhancements ensuring adequate training, communications and support.
• Establish and maintain positive and productive relationships through on-going dialogue with Field and Home Office leadership team. Meet with them to assess operations performance and identify/resolve issues/problems.
• Perform all necessary staff management functions to support profit, growth and expense management goals. -Partner with business areas to develop and implement operational and policy service strategies, policies, workflow processes and standards. Ensure effective utilization of these strategies, policies, etc.
• Direct and manage account support activities to meet production goals; assure compliance and performance standards are achieved; provide management information as necessary; and utilize all available resources in a cost effective manner.
• Act in a collaborative capacity with service, billing, HO, etc. to resolve problems/issues quickly.
• Establish priorities and make workflow decisions.
• Assure that our contractual commitments are met.
• Manage and direct the effective implementation of new technologies and the utilization of existing systems.
• Resolve all operation matters resulting in bottleneck situations to assure business results are not negatively affected by operational problems.
• Responsible for development and leadership of staff, ensuring development / leadership plans are in place.
• Participate in major projects as assigned.
• Develop, coach and mentor staff.
• Perform all necessary staff management functions to support profit, growth and expense management goals.
• Responsible for New Hire and on-going employee training programs.
• Identification of employee opportunities and implementation of additional training to meet business needs.
• Responsible for all MI needs across with all performance measurement, metric development, business partner analysis and ad-hoc reporting.
• Pivotal role in all senior leadership presentation development utilizing MI and financial analysis.
• Perform other duties as assigned.

What Will Our Ideal Candidate Have?

• College degree in Business, Finance or Insurance.
• Prefer 9 or more years work experience.
• Prefer 4 or more years managing staff.
• Strong understanding of Property-Casualty products and services.
• Systems/Technical background.
• Demonstrated communication, problem solving, decision making and customer focus skills.
• Demonstrated ability to support or manage and implement project tasks/projects.
• Demonstrated ability to work independently and in a team environment.
• Ability to set clear direction by defining goals and priorities.
• Ability to evaluate and support the business needs.
• Solid verbal and written communication skills.
• Solid business knowledge.
• Training and development experience or education.
• Clearly articulates even the most complex concepts so others understand.
• Influences others without using formal authority.
• Is open to being influenced to explore new possibilities.
• Adjusts own style according to the demands of the situation.
• Basic Computer Skills with Microsoft Office.
• Executes Business Strategy.
• Leads Change.
• Drives Results.
• Promotes Enterprise Culture.
• Attracts Top Talent.
• Maximizes Individual and Organizational Performance.
• Holds Others Accountable.
• Aligns Rewards.
• Creates and Sustains A Dynamic Workplace.
• Exhibits Courage, Convictions, and Credibility.
• Communicates Effectively and Influences Others.
• Applies Critical Thinking.
• Demonstrates Self-Awareness.
• CPCU, CIC or similar insurance designation a plus.

What is a Must Have?

• Bachelor’s Degree.
• 8 years experience in operations or related field.
• 3 years management experience.